Do you know who your customers are dealing with? If not, a new Aspect research study of companies offering customer service will help you find out.
The Customer Service Personas study, commissioned by Aspect and conducted by GfK Custom Research, LLC, is a two-part qualitative (17 respondents) and quantitative (629 respondents) survey of customer service decision makers at the senior manager level and across the retail, travel/hospitality, healthcare, financial services and telecommunications industries. From this data, we uncovered five main groups that companies fall into based on their investment, approach and attitudes towards delivering customer service. Are you supremely slow on giving your customers digital channels like chat and social? Your company might be a Traditionalist. Do you prefer your customers avoid agent contact in favor of self-service channels? You might be a Selfie. Armed with this insight, you’ll have the capability to identify potential business impacts of your preferred approach, including where to spot opportunities for improving your overall customer experience.
Take a look at the infographic below, and then click to explore our Customer Service Personas pages for details on each persona and the research behind them!